Pros

This organization truly cares about it's people. They continually measure progress of employee satisfaction and take real steps for improvement at every location. There is a passion throughout the organization for customer service. There is scorecarding for almost every possible dimension of the business that automatically gives feedback about individual and team performance.

Cons

One of the frustrations in working in this organization is related to one of it's strengths - scorecarding. With an organization this large, staffed with smart, motivated people, you frequently run across individuals who manage their scorecard performance to the detriment of the overall organization. These same people are rewarded for performance while leaving the truly committed employees to pick up the slack.

Advice to Senior Management

Continue to work to make sure we are measuring the correct metrics and getting honest results. Let your people have the time to deliver the "unmeasureable" aspects of service to our customers.